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- Tasks: Own the helpdesk and resolve tech issues for 35 clients daily.
- Company: Join a London-based tech consultancy with a focus on innovation.
- Benefits: Earn £38,000 – £45,000, enjoy 30 days holiday plus your birthday off.
- Other info: Flexible home-based role with opportunities for career progression.
- Why this job: Make a real impact by keeping technology running smoothly for businesses.
- Qualifications: Experience in helpdesk support and strong communication skills required.
The predicted salary is between 38000 - 45000 £ per year.
Helpdesk Engineer at Impact It Global Ltd | Home‑based (UK, South East preferred) with occasional London travel
Salary: £38,000 – £45,000 per annum (progression tied to performance milestones)
Type: Full‑time, permanent (PAYE)
Holiday: 30 days + your birthday off
Hours: 8:30 – 18:00, Monday to Friday
You’ll own the helpdesk, not just work on it. We’re a London‑based technology consultancy serving regulated firms and growing businesses. Our clients rely on us to keep their technology running, protect their data, and keep teams productive through high‑quality support.
Responsibilities:
- Own the AI‑triaged helpdesk queue for approximately 35 clients and 300 endpoints.
- Self‑dispatch from the queue, schedule your workload in ConnectWise, and resolve an average of 20 tickets per day, mainly at L2 level.
- Communicate with clients proactively, keeping them informed throughout the resolution process.
- Document and maintain SOPs and technical documentation to share knowledge beyond your own memory.
- Collaborate with the team.
3rd Line Helpdesk Engineer employer: Hiring People
Contact Detail:
Hiring People Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land 3rd Line Helpdesk Engineer
✨Tip Number 1
Network like a pro! Reach out to your connections on LinkedIn or even in person. Let them know you're on the lookout for a 3rd Line Helpdesk Engineer role. You never know who might have the inside scoop on a job opening!
✨Tip Number 2
Prepare for those interviews! Research common questions for helpdesk roles and practice your answers. We recommend using the STAR method to structure your responses, so you can showcase your problem-solving skills effectively.
✨Tip Number 3
Show off your tech skills! During interviews, be ready to discuss specific technologies you've worked with. If you’ve got experience with ticketing systems like ConnectWise, make sure to highlight that – it’s a big plus for this role!
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, we love seeing candidates who take the initiative to connect directly with us!
We think you need these skills to ace 3rd Line Helpdesk Engineer
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the 3rd Line Helpdesk Engineer role. Highlight relevant experience and skills that match the job description, especially around helpdesk ownership and technical support.
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you’re passionate about this role and how your background makes you a perfect fit for our team at Impact It Global Ltd.
Showcase Your Communication Skills: Since communication with clients is key, make sure your application reflects your ability to convey complex information clearly. Use examples from your past experiences where you’ve successfully communicated with clients.
Apply Through Our Website: We encourage you to apply through our website for a smoother process. It helps us keep track of applications and ensures you don’t miss out on any important updates!
How to prepare for a job interview at Hiring People
✨Know Your Tech Inside Out
As a 3rd Line Helpdesk Engineer, you'll need to demonstrate your technical prowess. Brush up on common issues you might encounter and be ready to discuss how you've resolved similar problems in the past. Familiarise yourself with the tools and technologies mentioned in the job description, like ConnectWise.
✨Showcase Your Communication Skills
Since you'll be communicating with clients regularly, it's crucial to show that you can explain complex tech concepts in simple terms. Prepare examples of how you've kept clients informed during a ticket resolution process. This will highlight your proactive communication style.
✨Document Your Success Stories
Be ready to share specific examples of how you've owned a helpdesk or managed a high volume of tickets. Discuss any SOPs or documentation you've created to improve processes. This shows that you not only solve problems but also contribute to the team's knowledge base.
✨Prepare Questions for Them
Interviews are a two-way street! Think of insightful questions about their client base, team dynamics, or future projects. This shows your genuine interest in the role and helps you assess if the company is the right fit for you.